FAQ

General Questions

Which islands are you located?

Robert Hawaii operates on four of the islands in the State of Hawaii: Oahu, Maui, Kauai and the Big Island (Hawaii). The four airports we serve are Honolulu International Airport (HNL – Oahu), Kahului Airport (OGG – Maui), Lihue Airport (LIH – Kauai), and Kona International Airport (KOA – Big Island).

Which tours are highly recommended?

Roberts Hawaii offers a wide selection of tours. Tour selection is a personal preference. We recommend browsing tours on the specific island you will be visiting. Our most popular tours are featured on each of the individual island pages.

How reliable is Roberts Hawaii?

Roberts Hawaii has 75 years of experience in the tour and transportation industry. We started as a one man cab in Kauai in 1941 and have grown over the years. We receive consistently high ratings on TripAdvisor, winning the Certificate of Excellence. Our drivers have also consecutively won the Hawaii Transportation Association’s statewide competition for passenger vehicle drivers.

Is Roberts Hawaii properly certified and authorized to operate in this industry?

We are certified by the State of Hawaii and City and County of Honolulu as tour operators. Our permits and certifications are available for review upon request.

What steps are taken to ensure the vehicles are properly maintained?

Roberts Hawaii follows the recommended maintenance program of the vehicle manufacturer for all of our vehicles. We also meet all State of Hawaii, Federal, and Department of Transportation requirements. Our vehicle maintenance department is devoted to keeping our fleet of vehicles running at the highest level of service and appearance.

What would you do if a vehicle were to breakdown on one of your tours?

The driver would place a trouble call with our dispatch and a rescue vehicle would be immediately dispatched. With 950 vehicles in our entire fleet, you’re in good hands.

Can you accommodate wheelchairs and scooters?

Yes, we request that you provide at least 48 hour’s notice before your service so that we can schedule the appropriate vehicle due to limited availability. We will make all reasonable attempts to accommodate your needs. For electric wheelchairs or scooters: The combined weight of the wheelchair and guest cannot exceed 500 lbs, the maximum width of the wheelchair cannot exceed 29 inches. When you make your reservations online, please check the ADA checkbox and notate “Wheelchair lift required” followed by the model, size and weight of the wheelchair you would be bringing.

What type of training do the tour guides have?

All tour guides are given extensive and ongoing training on a wide variety of subjects ranging from Hawaii historical and current information to first aid/CPR training on an annual basis.

Pearl Harbor

Why are there so many different types of Pearl Harbor tours?

Pearl Harbor tours are very popular with visitors on Oahu. The USS Arizona and USS Missouri tours are the only national park tours that sell out nationally. The large number of tours offered are intended to cover a wide scope of interests in Pearl Harbor and to accommodate the high demand.

Reservations and Documentation

Can I make special requests for my tour?

Our goal is to provide the best experience to all of our guests during their visit. Please include your request in the comment box if booking online or call us at (808) 539-9400 or (800) 831-5541 (toll-free). We will do our best to accommodate your request.

What if I need to cancel my tour?

We understand that circumstances may necessitate cancelling your reservation. Please refer to the specific tour page for cancellation policies.

What are my payment options?

Online, the following credit card options are available:

· VISA

· MasterCard

· Discover

· American Express

Am I able to use an international credit card for payment?

Yes, as long as they fall under the following credit card brands:

· VISA

· MasterCard

· Discover

· American Express

Please note that the prices are charged in USD and are subject to exchange rates and your bank fees.

Are there any discounts or savings that are available?

Yes, we are always striving to provide the greatest value for our customers. Some of our discounts include: online booking discounts, Kama’aina rates for Hawai’I residents, and other seasonal promotions. All discounts will be shown on our website (www.robertshawaii.com) or you can call us at (808) 539-9400 or (800) 831-5541 (toll-free).

Yes, if lunch is provided on your activity or tour, we do our best to accommodate special dietary meals. Please notify us of your request at least 48 hours before your tour.

On Your Visit to Hawaii

What time is it in Hawaii?

Hawaii follows Hawaii Standard Time, GMT-10. We are one of only two states in the United States that does not observe daylight savings time.

How do I change my currency?

Hawaii’s legal tender is the US dollar. If you need to change your currency, you can do so at currency exchanges located throughout Waikiki or at any local bank.

What type of outfits should I pack?

The average daytime temperature in Hawaii is 85ᵒ at sea level. Nighttime temperatures drop approximately 10ᵒ. The weather stays pretty consistent throughout the year. Our “winter” season is from November to March/April which brings higher chances of rain and wind.

Summer attire is appropriate throughout the year, i.e. sun dresses, skirts, shorts, short-sleeve shirts, casual shoes or flip-flops. A light jacket/windbreaker or sweater should also be packed.

Yes, the drinking water in Hawaii meets United States Environmental Protection Agency guidelines.

On the Tour

Where is the departure location for my tour?

Our pick-up locations are located at most major hotels in Waikiki or convenient designated pick-up spots if access is not available at your hotel. Please refer to the specific tour page for the pick-up location for that tour as they vary by tour.

How should I dress during the tour?

Casual, comfortable attire is appropriate. If you are visiting higher altitudes, it does get cold so please bring along a light jacket or sweater. Please refer to the Additional Instructions section of your specific tour page for additional instructions.

What time will I be picked up from my hotel?

The pick-up time differs depending on your location/hotel. Please refer to your confirmation email for the time and arrive at the pick-up location 10 minutes prior to pick-up.

Where will lunch be held?

Lunch is held in different locations depending on the tour. The locations have been carefully selected to enhance your tour experience. If you have special menu requests, please let us know at least 48 hours in advance.

What is the bus size for each tour?

The size of the vehicle varies based on the tour and number of guests.

What is the duration of the tour?

The length of the tour varies based on the tour. Please refer to the specific tour page for average departure and return times.

Are the tours ADA accessible?

Yes, most of our tours are ADA accessible, however, there are locations that we visit that are not. Please check for ADA accessibility on your specific tour page. We do need at least 48 hours advance notice to schedule a wheelchair accessible vehicle.

Will I be required to provide proof of my registration?

The greeters and drivers will have your name on file. It is recommended but not required that you bring along a printed confirmation or note down your reservation number for quick reference.

Will the coach bus be comfortable?

We are constantly updating our fleet with the most current and advanced vehicles to provide you with an outstanding touring experience. All vehicles are air-conditioned and provide great views.

Do you have restroom facilities on the bus?

Please note that there are no functional restrooms onboard the tour vehicles. The tour makes scheduled restroom stops for the comfort of our guests and to allow smooth operation of the tour. If you need to use the restroom between these scheduled stops, please let your driver know. Please understand that there are limited locations we are permitted to stop for guests to use the restroom.

What are your drivers like?

Our drivers are safety professionals. They are responsible for providing safe, prompt, and efficient transportation for all of our guests. They have been trained to deliver courteous and professional service with the Spirit of Aloha.

What kind of training do the drivers complete?

Our drivers all complete a strict regulatory training program where they are licensed to drive the vehicles they operate and meet Federal, Department of Transportation and Roberts Hawaii requirements for safe vehicle operation.

Tour drivers complete ongoing Hawaiian studies courses and are knowledgeable in the history and culture of Hawaii.

All drivers also complete Service Excellence training to ensure they create an exceptional guest experience.

No, smoking is not allowed on the bus pursuant to Hawaii State Law HRS328J. In addition, there is a smoking ban now in effect in all Hawaii State Parks. As a new law – Act 123, SLH 2015 – went into effect as of July 1, 2015. *The ban includes smoking, including electronic cigarettes, and all tobacco products in all state parks in Hawaii. It applies to all areas of the parks, including beaches, picnic and camping areas, trails and roadways.*

Do you have special rates for children that do not occupy a seat?

Unless otherwise stated, children under the age of 4 years old (or 2 years old for one-day tours) are complimentary if they can be securely held on their guardian’s lap. We do not provide child seats. If the guardian requires a seat for the child under the age of 4, the regular rate will be applicable.

Am I able to make changes to my reservation after it has been confirmed?

Yes, you can make changes on most tours and activities with 48 hours prior notice. There are exceptions so please check the specific product page for details. One Day tours cannot be changed after reservations are confirmed.

Where can I share my comments/reviews with others?

We are glad that you enjoyed your time with us. Please share your experience on Trip Advisor, Yelp or Facebook. We would love to stay in touch with you. So, please like us on Facebook and look us up the next time you visit.